How Bell is Responding to the COVID-19 Pandemic

By Stephen Clark

Last updated 30 August 2022

In this Guide

Connectivity Commitment
Customer Relief
Network Stability
Retail Stores
Service Appointments
More Information

Article Summary

In response to the coronavirus pandemic, Bell waived roaming charges, offered free services, and donated money in response to the COVID-19 pandemic. Prices on some plans also dropped as the need for unlimited mobile data plans increased, and bonus data is available to customers already subscribed to mobile internet packages. Most of these concessions have since expired, but Bell continues to offer reliable service to premium customers with good mobile plans.

Wireless, cable, and other telecom systems have been pushed harder than ever since the coronavirus outbreak. Rogers, Bell, Telus, and every mobile provider has committed to keep Canadians connected, ease the burden of working from home, and help them stay in contact with loved ones. Read more about what Bell has been doing.

Relief for Bell Customers

Bell implemented a number of measures for customers during the COVID-19 pandemic. The changes to service listed below applied automatically and required no action by customers. Please note many relief efforts have expired. Contact Bell customer support for more information.

All roaming charges (i.e, Roam Better, Virgin Mobile's Roam Sweet Roam and pay-per-use fees) were waived for all customers outside the country in all countries supported worldwide (ended April 30, 2020)
Mobile internet customers received an extra 10GB of nationwide usage and a $10 credit on monthly bills effective from March 19 through June 30, 2020
Data overages on all home broadband internet plans were waived until June 30, 2020
Free previews of educational, entertainment and news channels have been added for all Bell Fibe TV and Alt TV customers (full list of channels will vary with time)
Notifications for scheduled price changes (effective May 1) were sent out before the current events, but all service rate adjustments are postponed until further notice
Extended the return policy for all devices from 15 days to 30 days

Up-to-date information about COVID-19 and changes Bell is making to regular service can be found on their site. Reach out to Bell Customer Service if you have questions.

Bell Network Stability

Bell's telecommunications network is among the largest in the country and one of the most reliable in the world. Redundancy and critical capacity systems are built into the Bell network. It has been designed so that circumstances like a spike in usage or severe weather will have little to no negative effect on the customer experience. Bell is considered an essential service, so you should still be able to contact customer service when needed.

Bell, Virgin Mobile, and Lucky Mobile Retail Locations

Most Bell stores have reopened with strict sanitation and physical distancing measures in place and following regional restrictions. Consider contacting customer support online or by phone if possible, but if you need to go into a storefront, be aware that hours may be reduced (hours vary by store). Some Virgin Mobile and Lucky Mobile locations may be open across Canada. Also, note that the number of customers in the stores may be limited to three at any time.

Home Installations

Bell encourages customers to take advantage of Bell self-serve tools in the wake of COVID-19. Non-critical technician visits were initially postponed until further notice. Where possible, technicians scheduled for service installations work outside of the home. Work done inside the house is completed by delivering boxes to the customer with necessary equipment followed by Assisted Self-Installation and Repair program by voice or video call.

Bell COVID-19 Response Page

Any updates to Bell's services can be found on their Update on COVID-19 section. The page includes a summary of ways Bell is making life easier and safer for customers, the latest news items on the topic, quick tips for existing customers, and FAQs.